Subject: Minutes Of Meeting 10.09.2019
From: Mansi Chhabra <[email-masked]>
To: Saurabh <[email-masked]>
Cc: Sankarshan Rajan <[email-masked]>, Team Lead <[email-masked]>
Date: Wed, 11 Sep 2019 01:09:08 -0700 (MST)

Hello Sir, 

Process Meeting: Date and Time 10.09.2019,16:10 (IST). 

Minutes of Meeting: 

Attendees from Limerick: Brian 
Attendees from India: Mansi , Kritika , Parvez , Sankarshan 

Agenda items: 

PRODUCTIVITY: Brian started meeting with productivity report from 02.09.2019 - 08.09.2019. He discussed about the agents who did highest number of emails. Some of them are : Sadaf (JP) ; Tommaso (IT) ; Fatoumata (DE) ; Valeria (ES) ; Bhawna (DE) ; Poonam (DE) ; Karanjeet (DE). The agent who did lowest number of emails are : Arnold (FR) ; Adrian (ES) ; Neeti (ES); David Mboyo (FR) ; Ginette (FR). 

Brian also mentioned that Neha Sagar (IT) was the agent who took highest number of calls (46 calls). 

Process : Brian also informed that the TLs will able to download the inbound and outbound calls once he will request the access from relevant team. 

Quality : Brian discussed about few points in which quality team have reported : 

- Update Enquiry Source : There are agents who are not updating the correct subject lines when working on cases. ( 308 red flags) 

- Unclear or incomplete CIAN notes : Agents are not leaving a proper note on the case 

- Wrong reply / Incorrect Answer : There are agents who are not investigating the cases properly which leads to a wrong reply 

- There are agents who are not making outbound calls when necessary (174 red flags) 

- Not answering the query fully. 

Others : Sankarshan asked Brian to provide the top 10 agents names with highest number of red flags. Brian took few names of the agents with highest number of red flags which are : Fatoumata (DE) ; Bhawna (DE) ; Jacques (FR) ; Gagan (EN) ; Siddharth (DE) ; Shelsea (PT). 

Kind Regards, 
Mansi Chhabra